Wednesdays 2-3pm EST – A Community for Community Managers

4/6 Designing Engagement April 11, 2011

Sharing the right content at the right time is a challenge for anyone that uses social media. So is offering the right rewards for people who participate and engage. It all really depends on the community.

This week’s #cmgrchat echoes a lot of what Jennita Lopez of SEOmoz recently posted, which is — as CM, you have to do what works for you/your community. See How to Manage Twitter: Do it Your Way.


Q1) How do you map out engagement, and determine what you need to do to increase it in a community?

mhandy1 On FB I look at feedback ratios… what resonates best and then break it down further to types of questions/links

mor_trisha To map out engagement, start with 1) What pain points are we trying to improve? and 2) What actions are people already doing?

tmonhollon Start with primary research: observe current & potential community where they are engaging, and ask Where, When, Why & What

RachelYeomans Oh boy let’s see – Facebook insights, Google analytics, Twitter (of course!) – just started using TwentyFeet and love it!

momnonstop I use blog views, check mentions, insights on fb and response Percent to see when/what engages

evanhamilton Actions vs views. Length of time since last sign in. Number of actions per visit. Interactions with other members

bluephoenixnyc We measure more than Fbook+Twitter; we look at Quora, blog feedback, forums in our industry. It has to be a mix of channels

thebloggerspost Authenticity in communication is key. Are you messaging just to say something or your actual message?

pushingvision I think seeing what a competitor is doing gives can you an edge and way to do it better.


Q2) What are the best times of the day/days of the week to engage your audience?

momnonstop According to an article release by mashable for my company (salon/spa) best times are sun/thurs after hours

mor_trisha Hmm, Q2 feels very ‘push’ related. We don’t use a schedule – it is ‘engage as we can’.

ottogrl here is a must read on how to improve engagement on your brand’s Facebook page: http://t.co/mEqIKl4

RachelYeomans Every platform is different with what time(s) are best to engage – plus audiences are different on each platform

omgitsamr depends on what platform you’re engaging… for ex: stats show retweets are highest 2-5 p.m. ET

JamesVKautz I’ve found only FB is time-sensitive due to the news feed. We are the most active there in the late afternoon.

momnonstop I’m limited to three updates a week

evanhamilton I go for 8am PST, though this report about retweets says 2pm PST for RT’s http://slidesha.re/1tSyHu

timbursch Also, some B2B communities that we manage engage 9AM, 12PM, and 4-5PM, checking networks= new smoke break

_faith Engagement = actively responding & *listening*, sometimes we need to know when to let other people talk


Q3) How do you make it easy for community members to engage (contests/other activities…)?

sarahkayhoffman Open-ended questions. Questions that allow them to talk about themselves. Contests. Sharing tabs

JamesVKautz I use an observation instead of a command, i.e. “Wow” or “This is clever” – the link speaks for itself.

WriterChanelle Honestly, I prefer to avoid contests until the community is actively participating and loyal.

Fisherish identifying influencers within the community & giving them some extent of authority will spark engagement.

corecorina Supernova makes engages by having weekly live events with online voting, and content that changes based on user engagement

RachelYeomans Yes! For Twitter, you start w/ building an audience, then maybe host a twitter contest and then perhaps a twitter chat!

_faith For FB, it’s great to share visuals– allows ppl to share differing interps, find commonalities

bluephoenixnyc Contests always seem dicey unless you’re in B2C. Otherwise, just small talk is a great start. It’s daunting, but it’s sincere.

mhandy1 Twitter chats build engagement develop community… RT contests develop fans… both should play a role

JPedde I think the best way to increase engagement is making sure it’s easy to log in, easy to find you, you’re visible, easy site nav


Q4) What kinds of rewards are in place (built in mechanics, or points, or sm tools to identify top members)?

RachelYeomans I think the badge system is the most recognized/popular right now – we’re trying to play w/ that out for our community

Fisherish Studies show that recognition by the brand and first time brand’s insight news for top members as the most important reward

evanhamilton In our product, we’ve built in game mechanics that encourage our customers when they make their customers happy.

timbursch We still use old-school #followfriday to call out advocates.

greghollings I think badges are great but the badge system needs to grow organically and naturally, not imposed

7Huck what about discounts?

_faith Hmm, tricky, prefer to share discounts with all fans/followers, they’ve already earned 1 level of engagement

JPedde Kind of blown away by today’s chat… thanks so much to @7huck@mhandy1, and all of the new CMs who joined, along w/ the old!


Post by #cmgrchat contributor @7huck, Judi Huck.

Thanks to all who participated!  Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!
If you have any ideas or suggestions for future topics, leave comments or get in touch with myself or Kelly!

2/23 – Books March 2, 2011

Get ready because your list of books is about to get much longer.  This week we had a great discussion in 547 Tweets with 82 people about books and how they’ve helped our careers as community managers.  There are some great, topical titles that have crossed our desks over the past few years, and we all struggle with the time to find to read them, and how to implement their lessons in our daily lives.


We’ve created a Google Doc of the books discussed here.  Please feel free to add to it at any time. Thanks to Adam Britten!


AdamBritten: Just made a Google Doc for us to compile a reading list, please contribute! http://tinyurl.com/4nyvpgx



Q1. Before we get to specific books..how do you fit in time to read books? And do you prefer e-readers or paper books?

JamesVKautz: I read on the bus, which gives me 1.5 hrs each day. Still using paper, but starting to consider a Kindle.

mhandy1: e-reader all the way… most people watch TV.. cut that out read or ship instead

SocialMedBtrfly: If I can get through my Google reader stuff, I’m stoked, BUT I like the occasional brain-candy book on my iPad

JennaLanger: I’m a big fan of audio books, and still reading those old paper ones in bed 🙂 Might have more dig options if i had a table

jackieadkins: I’m still 100% paper books. I look at a computer most of the day, so it’s kind of nice to have an actual book instead.

ahvance: You can always make time to read, especially if it’s to help you be a more valuable #cmgr. Lunchbreaks, just before bed – in line!

pushingvision: I take books to places I’ll have to wait. (I read 1/2 of Unmarketing at hairdresser). I still prefer paper books

THO_R: I read books to keep my skills current during my job hunt, usually before bed, sometimes as a break from screens

JPedde: Would be great if publishers/sellers bundled. I want a PDF for on the go, book for around the house/shelf

KellyLux: Interesting how many #CMs like paper books…apparently due to the amount of time we spend in front of a screen.

jackieadkins: I do think digital books have a lot of room for advancement that could convince me to read that way more often…


Q2. What books have you read in the last 6 mos. that you would HIGHLY recommend?

JamesVKautz: Enjoyed Unmarketing, but moreso Trust Agents. Both vital reads for a cmgr.

AdamBritten: Definitely ‘Customer Service: New Rules for a Social Media World’ by @petershankman.

AskTim: Non-fiction: The Big Short by Michael Lewis. 4-Hour Workweek by Timothy Ferris.

mhandy1: “Linchpin” was also awesome, so was “switch”, I always swear by :made to stick”

evanhamilton: I re-read this so damn often: Made to Stick. GET THIS BOOK. Your ability to write convincingly will increase tenfold.

scottcowley: Just finished “Influence” by Cialdini. Studying human behavior is the best foundation for social media. Awesome book.

Fisherish: I just finish reading Enterprise Social Technology, not yr normall twitter, fb book  http://amzn.to/gq7Uen

evanhamilton: Also, the Zappos book is great and if you do/want to do public speaking, Confessions of a Public Speaker is very useful.

JennaLanger: I’ve been working through Keith Ferrazzi’s books…while it seems like a lot of common sense, it’s good biz dev advice

RachelYeomans: The Chaos Scenario is one worth reading – state of the media & new media – a bit ego-centric but the point comes across

JPedde: I really liked “Success Secrets of the Social Media Marketing Superstars” Lots of short stories by “the greats”

mhandy1: Graceonmics is a book i really enjoyed, some good philosophies for Social Media http://amzn.to/hQfCeJ

Fisherish: not a #SM book but #REWORK is highly recommended reading for any1 in web 2.0

AskTim: I have Freakonomics on my to-read list. I also want to read one titled Poplorica, which I think deals with fads and fashions.


Q3: How do you balance reading books for fun vs. books for work? What’s the next book you’re going to read?

KellyLux: 1st I have to find the time to read ANY book. But I want to read ‘Life’ by Keith Richards.

jackieadkins: I typically have one “fun” and one “biz” book going at the same time. I read fun ones much quicker.

greghollings: I tend to refer to sections of “work” books at any given time. Brian Solis’ Engage is next on my list

pushingvision: Even when I read things “for work” they’re also for me. I’m always reading something.

JennaLanger: Now we’re talking…time to check 7books.com via @_brittastick & goodreads.com via @sue_anne,


Q4: What are some of the lessons from books you’ve adapted to real life situations?

RachelYeomans: From the book ‘Power of Small’ – the importance of the phrase “Thank you!”

pushingvision: Analyzing coworkers based on their desks, ala Snoop. 😉

mhandy1: The entire foundation for Social Media research I use daily is built from Groundswell and Click.

JamesVKautz: From “Switch” I’ve applied a lot of methods to motivate elephants.

jackieadkins: From ‘The Art of War’: I learned how to literally crush your competition 🙂

jackieadkins: From ‘The Big Short’ I learned inefficiencies in an industry present opportunity for those smart enough to recognize them


Q5: Post a pic of your ‘book pile’ if you have one nearby

JPedde: Book “pile” 1 of 3 #cmgrchat http://twitpic.com/42zuvm

evanhamilton: My crazy book pile on my crazy desk. 🙂 http://bit.ly/fnT4bJ

pushingvision:I combined 2 piles, but have another shelf here at work. I have about 8 full bookshelves at home. http://twitpic.com/42zw06

AskTim: Book pile 1 #cmgrchat #TwitPict http://twitpic.com/4301wi Book pile 2 #cmgrchat #TwitPict http://twitpic.com/43023x

JamieXML: If I only get one community mgmt book, it’s Art of Community http://www.jonobacon.org/ http://twitpic.com/430b0o


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


1/19/11 – Klout & Online Influence January 21, 2011

Influence was a huge buzz word in 2010 and there’s no reason why it won’t continue to be a huge topic of conversation in 2011.   Measuring influence is not an easy task whether it takes place online or off and there is one company out there attempting to do its best and give all of us a starting point – Klout.  As Community Managers we are judged by our digital presence, we also need to find and identify the influencers in their industries, and hiring managers are starting to take notice of Klout scores – but should they?

We were very fortunate to have Megan Berry, the Marketing Manager from Klout, join us to answer questions we community managers had and let us know what we can all look forward to in the world of influence.   We had 813 tweets and 99 participants this week and were glad to have each and every one of you in another great discussion.


Q1 How do you define online influence? And do you think Klout is accurately measuring it?

40deuce: Online influence is the same as real life. It’s the ability to motivate someone to do/try/think about something

40deuce: On @klout, I think they have the right idea and the right intentions and they may be the best we have right now

Mitch_M: I define online inflluence based on how many people you actually reach that take action on what it is you do.

Mitch_M: part 2; No, I don’t think so at all.

meganberry: How do you define online influence? A: Here at Klout we believe influence is the ability to drive action

cochinealred: Influence is tricky… most “influential” peeps in my community don’t necessarily have soc. med experience or activity

JMattHicks: I feel like online influence is more about the power the can harness from your network as opposed to the sheer size/breadth of it.

ahvance: Online influence is the ability to drive a user to take action, whether this means a purchase or spreading the word to others

CallFireMktg: Online influence is tough, like real-life influence. Do pp believe u, do they talk @ u, do they like ur brand?

THO_R: Real influence isn’t just short-term (RTs in a day) but also long-term. Think of your 1st grade teacher

elysa: My short answer on influence – when you talk/tweet/post/share… people listen. that’s how you know you have some influence

Q2) What do you think about the recent changes/additions to Klout? Suggestions?

Mitch_M: Would be nice if blogs could be a part of that influence

rotolo: Klout scores began to seem very, um, odd as soon as the daily updates were added. A lot of “huh? how could that be?”

rotolo: There’s a lot of guessing about why your score changes. What am I doing right/wrong?

mhandy1: Score stability is probably a must from a user prospective… its frustrating to take a vaca & look less influential

KellyLux: It seems that most people’s scores increased after the switch to daily. Many more in the 50’s & 60’s that used to be in the 30’s

tgrevatt: I also see a lot of influence happening in forums, review sites – lots of expertise hangs out there, far more so than Tw/FB.

tmonhollon: Makes it feel like a moving target. If the number changes & is hard to understand, it’s not useful for me or for users.

blaisegv: Klout needs to start taking into account other social spaces such as forums and blogs at least, if not google as well

JPedde: One of my suggestions would be to have more about the person on the Klout Profile. Maybe a home base of SM Activity

MrShri: I like Amplification, Reach & Klout Achievement Badges

meganberry: We are looking into score stability and/or making it more clear why changes occur

meganberry: Klout’s goal is to include many more sources of influence. Blogging is one area we are looking at.

meganberry: Right now it’s based on personal profiles only, but we’re looking to add pages soon

meganberry: We’re working on building out a FAQ

Q3. What other measures of online influence have you used now or previously? Thoughts on those tools/comparison to Klout?

Mitch_M: I track traffic through sites like Alexa and look at my stats through Google Analytics for blogs & websites

tgrevatt: Some forums, review sites (Amazon) (& Quora) allow user rankings of quality of posters. Surely that is well tied to influence too.

Cision: Comprehensive list of influencer measurement tools – tried most of these out http://bit.ly/fLVVbm – all have good/bad points

mhandy1: The Edleman tool is interesting but the database on Klout is more robust.

pushingvision: Others used: Twitalyzer, Peer Index, Twitter Grader but I have to say I don’t really take any of them seriously

Q4. How can @klout best be utilized? Should it be considered when looking at job applicants?

40deuce: NO! Unless that job is to only be an influencer of 1 specific subject (and if that job exists… I’d like it please)..unless I already do?

cochinealred: As a part of the overall process maybe, but I don’t think it should be taken super seriously.

AskTim: Depends on the job. For a cmgr, I would think it’s very important. For a PR job, it should be 1 factor out of many.

tomfnet: Use Klout like Credit Score or Driving Record. A narrow snapshot that may or may not be relevant to person’s future.

CallFireMktg: For employer purposes, I think clout with a C is more important than Klout with a K, and much harder to gauge.

Mitch_M: I don’t think it’s a factor at all until all types of social media can be measured

meganberry: Had a great time joining u guys today, thx for letting me join to talk klout! Feel free to ping me with other qs


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


12/8: Transitions & Leaving a Community December 9, 2010

The “Community Manager” role as we know it today hasn’t been around very long.  Most of us in our positions have only been in them a short period of time so the idea of leaving one behind wasn’t on the minds of many in the chat today.  However, it’s always good to keep in mind what good protocol would be if you do decide to work elsewhere or for another community and leave your current one.  Wednesday had 308 tweets and 58 participants, all about some of the best thoughts on transitioning.


We were also really lucky to have Chanelle Schneider (@WriterChanelle) as our Guest Co-Moderator today because Kelly was working in LA for the week.  She’s the Founder of the #GenYChat which takes place Wednesdays at 9pm EST.


Bonus: On David Spinks’ blog today, he discusses part of the side conversation we had in the chat on Wednesday.  Do you really like everyone in your community?

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1) Have any of you left a community for another community? Did you train a new cmgr?

jvkautz: No. SM started under my watch and I grew into the role. But I’m a succession-plan thinker so I’m chronicling every detail.

SunnyinSyracuse: I have left a community due to funding cuts, all staff except top execs laid off.

jvkautz: Yeah – our communities are so imbued with our selves that it’d be weird to see them w somebody else.


Q2) Have you searched for a new community mgr position while in one? Where do you look?

digitalmention: Not me! But…when I was looking: Community Roundtable, LinkedIn, Mashable, Jeremiah Owyang site

evanhamilton: Yup. You gotta hit everything, never know where the good stuff is. Craigslist, LinkedIn, CommunityGuy, Web-Strategist.

cochinealred: Search local networks, approach industries you love… something that you can feel comfortable getting deeply involved in.

DanielaBolzmann: Found my current job on Craigslist, but like browsing job postings on Mashable.


Q3. What should the company do and what should you do to announce a transition?

jvkautz: If it’s forced on you, be professional to the end & beyond. Bridges burn for all to see in the SM world.

DavidSpinks: If a community manager did their job well, the community will be tied to the company, not the person.

cochinealred: Company should do no more than post the position on all of their networks… personally I’m not too sure what is required

AndrewVazzano: The words “grinding halt” come to mind. RT @JPedde: If you leave but they don’t hire a new cmgr, what happens?


Q4. Do you continue to engage with the old community once you’ve left?

evanhamilton: Only if it would be awkward if you didn’t. If you use the product a ton, sure. If not, don’t get in the way of the new person.

digitalmention:If building a community is about relationships, then yes! Relationships don’t end just because u move on!

DavidSpinks: If you’ve developed personal relationships, it would be bad form to ignore them when you leave.


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


12/1 – Taking Time Away from the Community

We are all married to our jobs as community managers and that’s part of the fun!  We like being connected and involved with our work, but every so often we like to take breaks, go on vacations, or leave for the holidays.  We had a pretty great discussion Wednesday with 670 tweets and 87 participants, all about some of the best practices when leaving the nest just for a bit.

Bonus: The Community Roundtable posted this about Nutella taking the summer off. 

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1) What’s the time off structure like at your company?

jvkautz: I accrue 2 weeks per year and can’t take ’em before I earn ’em

AskTim: I accrue 1.25 vaca days per month, plus floating holidays, personal days, & our summer day program

JennaLanger: What’s time off? 😉 We’re fairly flexible as long as we stay connected. Setting up shifts for handling support issues

kerimorgret: I’m able to telecommute two days a week.

BrianneVillano: 3 weeks vacation (can roll over 40 hours starting last week in December), 1 flex day, 5 days sick, 10.5 holidays

MikeFraietta: 4 Four weeks should be minimum if you want to keep your staff more than a year. I’ve never had less at 3 startups I worked for.


Q2) How have you handled leaving your community for various stretches of time?

cochinealred: Longest I have left the community for was 5 days. Updated occassionally as I was able.

SueOnTheWeb: How have you handled leaving your community for various stretches of time? – I’m on 24/7 so never experienced that.

muruganpandian: Or you can scale down your participation and also let the community know that you are on vacation.

rhogroupee: Online community is like a small child, you can never really leave it unattended 🙂

BrianneVillano: Planning ahead and then enjoying the time I have off. Disconnecting is a necessity in the age of information overload.


Q3.How do you prepare to take time off? Schedule tweets/posts? Prepare your community for your departure?

JennaLanger: I make a to do list of things I need to take care of before I leave, and things I need to follow up with when I get back

Mitch_M: Blogs are written way in advance,and automatically post to Twitter. Otherwise, just make sure to check in at least once a day

greghollings: We have a handover process which each CM must go through before leaving on holiday. Includes scheduled content

Arrakiv: I work solo on community. Prepare content ahead of time, let the community know I’m off – smaller community though


Q4. So, say you actually do take time *off* & have a backup. Are you still checking? How? What if no wifi or other access?

SueOnTheWeb: Yes gotta love my iphone. Even manage to put out cmty fires whilst sitting on a ski lift 😀

LvM: If you love your company and job, it’s fun to semi-monitor when off. It’s a part of your lifestyle.

ericfoster: I also utilize my members to keep me updated on mood of community while Im away.

aleveland: Usually out of country so probably not checking in much!

luciagia: I usually check at least 1x a day. If I don’t have internet, its not for long. I always seem to find my way to one somehow 🙂


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


11/10 – Handling SEO (Search Engine Optimization) November 14, 2010

SEO.   It’s an art, not a science.   Search engines like Google and Yahoo are looking for specific keywords and that’s who you’re trying to please.  As community managers oftentimes this job lies on us.  We had 418 tweets and 78 participants, which to me, means that a lot of people were listening in for the advice.

We also had a special guest host this week because Kelly was out of town.   We were fortunate to have the great @BlaiseGV step in and do a wonderful job keeping the community managers in line and the conversation strong.   Thanks, Blaise!

Bonus: syracusecs: Choosing the Right SEO Tools http://bit.ly/c7fdgL

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1: Who handles the SEO at your company? What aspects do you focus on as the Cmgr?

AskTim: Our web manager handles SEO for our web site.

blaisegv: Used to have dedicated SEO consultant in last job , but would work closely with him as Community great source of SEO

brightmatrix: Web team manages SEO, but not intensely. We rely on good content writing, keywords, & sound coding to help with search ranking

muruganpandian: Perhaps we should all have SEO in our minds when we create and manage content.

kaleighsimmons: Pre-blog, we outsourced it to another co., but now with a blog, we need to do more in-house, as we write.

tmonhollon: Content is our big SEO focus. It’s an evolving thing as we define internal and external roles

WriterChanelle: Kinda difficult to get it exactly right the first time. I always monitor the keywords I’ve optimized for better oppty

syracusecs: #SEO is tricky and is ever evolving. You need to be checking it regularly and altering what you do. It’s never a 1 time thing

ASQ_Trish: Our web/marketing team handle all SEO. As the cm I don’t get the opp

cusecomm: #SEO is a full time job it feels like!


Q2: How important is SEO to your current strategy? How do you balance engagement with SEO?

SunnyinSyracuse: I was always looking at keywords to up our SEO on all of our online profiles & finding new comm. members. SEO & CMGR go together.

muruganpandian: I look at SEO as the invitation card for users to start the engagement process.

_ANSPAUGH_: I’m in the digital strategy dept at my company, so I’d say it’s very important! All content usually has specific KPIs in mind.

Sybil_B: Very important. If you’re not using the “right” keywords, you can’t find those relevant communities you want to reach


Q3: What have you done to help improve your SEO? What social tools or community platforms do you use?

WriterChanelle: I’ve started teaching myself and participate in chats with knowledgeable folk in #seochat

JPedde: My first order of business is to attack all the Title Bars. Make sure they all say key words. Then put in descriptions

blaisegv: For me, i’ve had great success with forum software as a regular mass generator of highly focussed and SEO-friendsly content.

syracusecs: Spend time researching where people are coming from, what they are searching for and how I can put that into the site.

kaleighsimmons: I did a keyword density search on seobook.com

syracusecs: Tools: Google Analytics/Trends/Webmaster/Keyword Search and Raven SEO Tools. A few smaller ones too

WriterChanelle: More details on WebCEO http://www.webceo.com/how-it-works.htm


Q4: Where can you go to learn more about SEO? Any good resources to recommend?

evanhamilton: SEOmoz, SEOmoz, SEOmoz. They are fantastic. SearchEngineLand is certainly useful too.

syracusecs: Blogs. Everything is constantly changing, books are old news by the time they are printed.

tmonhollon: @Copyblogger has great resources. Also enjoy SEO Copywriting, Search Engine Land, Search Engine Journal, and of course SEOmoz

muruganpandian: 15 Minute SEO List – Learn how to SEO http://t.co/ztQmQnt

greghollings: I’ve heard the ‘Art of SEO’ by O’Reilly is meant to be good but haven’t read it. Anyone read it?

tmonhollon: Some good SEO courses at http://inboundmarketing.com/university

tmonhollon: I think a good strategy covers both paid and organic, so I think PPC and SEO complement each other.

WriterChanelle: Matt Cutts is a must read. http://www.mattcutts.com/blog/


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


11/3 – Metrics & Measurement

Our topic this week was Metrics and in an area that’s always difficult to figure out, this provided a lot of resources and help to make sure we’re all getting closer to figuring out that ROI.   We had 457 tweets from 66 participants and a lot of great info.

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1 What are the areas you are attempting to measure for work?

buona_vita: ROI, Site visits, basically all metrics that are possible is accepted some more than others

cochinealred: Subscription rates, local impact for events we host, and engagement levels. Views and comments as well…

WriterChanelle: Success of email campaigns, brand mentions, quality of engagement on SM networks

kaleighsimmons: We’re looking really closely at blog page visits, time spent/bounce rate – and if we’re driving them to other parts of the site.


Q2: What tools do you use to measure those areas, and why?

cochinealred: Google analytics, SWIX, tweetdeck

Mitch_M: Google Analytics, Feedburner & Alexa ranking

Asaulgoldman: Tools we use to measure ROI include bit.ly, twitalyzer, tweetreach, GA. We run reports on all on a weekly basis.

kaleighsimmons: Google Analytics is huge – esp like the heat map feature, so we can see where people are clicking to from the blog

syracusecs: Google Analytics (general web), Raven SEO Tools (seo & social), Feedburner (rss), Clixpy (usability)

HenriettaSung: Google analytics for website traffic, http://www.icerocket for SN measures bit.ly for hit rates, twittercounter for followers

HenriettaSung: Looking into #klout & learning about their klout scores, it does identify what type of tweeter you are & give recommendations

pushingvision: Prelaunch design heatmap tool: http://bit.ly/9wAxFC

WriterChanelle: In addition to GA, I use Socialmention.com, PostRank, the metrics offered in mailchimp and bit.ly stats

mhandy1: @radian6 is an amazingly powerful tool that I use all the time..


Q3. What are you doing with the data that you gather? What do you consider ‘good’ numbers?

buona_vita: Using numbers to improve current strategies, show results positive and negitive

cochinealred: compare to previous performance as well as current marketing campaigns to determine effictiveness

cochinealred: Also using data to write better blog posts, direct readers and visitors to more useful areas of website.

syracusecs: Creating additional reports, looking for large spikes/drops and then trying to find out why they happened.

JPedde: We use the keywords that we see in Google Analytics for future blog posts.

40deuce: data can be used in so many ways. It really depends on what your goals are

Asaulgoldman: At the moment, we don’t archive our SM data. Wouldn’t benefit us. We measure week by week and make improvements that way.

jvkautz: Our ind. relies on referrals – a good marketing metric would show an increase in % of referred clients, with SM leadsource


Q4. How do you translate *metrics* into *action*?

cochinealred: Use the metrics to see trends, respond to what users are searching for – create content based on demand

mhandy1: Make adjustments on flow charts to fix deficiencies/ modify content calendars around engagement trends

Asaulgoldman: See Trends, recognize opportunities: fit the content to the demand, but also guide further demand thru proactive engagement.


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